Around the world, opportunities for online retail continue to grow. At DHL, we understand the challenges of global e-commerce – we’re already helping many leading retailers increase their online sales worldwide. With our global network and team of Certified International Specialists, DHL has everything you need to establish your brand globally.
Visit the DHL Guide for more e-commerce resources: http://bit.ly/DHL_Ecommerce
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 3
BRITISH BUSINESSES ARE IN AN ESPECIALLY STRONG POSITION
TO SELL INTERNATIONALLY THROUGH E-COMMERCE CHANNELS
The UK is the
world’s largest net
Revenue from overseas online sales
for UK retailers is set to reach
£28 billion in 2020 – 600% growth since 2012British retailers are valued for their
unique, high quality, and competitively
priced product offering as well as their strong
understanding of international shipping
– products are known to arrive quickly!
Britain is the
world’s most broadly
German online shoppers
buy more from British
retailers than from any
other country – and UK
goods are second most
popular in China
and the US
HOW CAN I USE
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 5
TO GROW YOUR INTERNATIONAL BUSINESS THROUGH
E-COMMERCE CHANNELS, YOU NEED TO CONSIDER:
At DHL, we understand the challenges of e-commerce.
We already help many leading retailers grow their international online sales,
and we’re here to support you every step of the way.
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 6
HOW DO I CHOOSE THE BEST E-COMMERCE
PLATFORM FOR MY BUSINESS?
Clearly tell your customers that you’re taking international orders!
An online store on your company website Online marketplaces
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 7
HOW DO I PRICE MY GOODS FOR THE
INTERNATIONAL E-COMMERCE MARKET?
• Consider how trading internationally could affect your cash flow: understand all the costs of selling globally to get your pricing
right, including duties, Customs fees, insurance and shipping.
• Think about how the size and weight of your shipments (their volumetric weight) could impact shipping costs.
• Consider what kind of pricing model to adopt for each market.
DHL’s Trade Automation Service (TAS) can calculate landed costs
(duties, taxes, and other import fees), check product compliance,
and provide you with the right Commodity Codes for your
products and shipments.
Many of your international customers won’t be expecting to
pay duties or taxes, especially when receiving gifts. With a
Delivery Duties Paid (DDP) service, you as the sender can bill
all duty and tax charges back to your account.
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 8
HOW DO I CHOOSE THE BEST TARGET MARKETS FOR
MY BUSINESS – AND SUCCESSFULLY SELL TO THEM?
When selecting target markets, consider
• Where your product has already gained interest.
Check your web analytics to see who’s looking
at your products and where they’re based!
• Where you think there may be a niche for
Your DHL Account Manager can advise you
on where demand for your industry and
products is growing.
When it comes to selling and exporting
your products, you need to
• Research and understand the local marketscape
and business culture.
• Consider what adaptations to make to your
• Product offering
• Cost structure
• E-commerce platform’s language
and payment options
• Promote your business and products through
the right channels.
DHL has a dedicated
e-commerce section with
advice on how to take
your online retail global
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 9
WHAT REGULATIONS AND RESTRICTIONS DO
I NEED TO BE AWARE OF WHEN EXPORTING?
With the right documentation to export your goods from the UK and import them into their
destination market, they are sure to arrive safely and on time. Make sure you understand:
• The role of Customs.
• The International Commercial Terms
) for trading abroad.
• If any items you are looking to sell
internationally may be prohibited
To sell abroad
You need to be set
up as an exporter with
HMRC with an Economic
Can vary from country to
country and can include
products made from animal
skins or furs, jewellery,
May need additional
approvals and paperwork
They can include
and lithium batteries.
Your DHL Account
Manger and our
Customer Services team
will be able to advise you
on the paperwork and
approvals you need to
export your products
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 10
HOW CAN MY SHIPPING PROVIDER
SUPPORT MY E-COMMERCE ACTIVITIES?
The online shopping experience isn’t over when your shipment leaves you.
To provide an outstanding experience to your customers, take into account:
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 11
Customers value having a wide array of choice when it comes to delivery time frames and prices.
Offering express delivery can
help increase basket values!
next day delivery
to major cities
A European road
2 to 3 days of
in 75 countries.
When a leading
fashion retailer in
the UK began offering
an express service in place
of standard deliveries,
their volumes increased
five-fold with no additional
When Paul Smith
offered an express
service, basket values
increased by 69%
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 12
NETWORK REACH AND CAPABILITIES
For a strong and consistent service offering, choose a provider with wide global reach.
Think about who will handle your parcel from pick-up to delivery. Your customer will see the courier who delivers your goods as an
extension of your business, so select someone who can act as a true brand ambassador.
Our network covers 220 countries and
territories. Shipments sent with DHL stay
in our network and are only handled by
our Certified International Specialists
from the moment they are picked up to
final delivery. All our couriers carry photo
ID, wear DHL uniforms, and drive
DHL liveried vans.
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 13
TRANSIT TIMES FROM THE UK The quoted transit
times are for non document
shipments and are
dependent on collection
and destination postcode,
weight, value and local
Czech Republic 1
Hong Kong 2
Korea, D.P.R of (North) 10
Korea, D.P.R of (South) 2
New Zealand 3
United Kingdom 1
United States of America 1
We offer some of the fastest transit times in the industry – and your shipments will stay in our
global network from pick up to final delivery.
1 Day 2 Days 3+ Days
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 14
DELIVERY AND PICK-UP OPTIONS
Consider how your customers would like to receive their products.
LEAVE IN A
At DHL, we offer door-to-door delivery as a standard and these
additional options in many countries*. We allow your customers
to choose their preferred method before or after checking out.
Different markets prefer different methods – for example,
picking up deliveries from lockers is quite popular in Germany!
*Service availability subject to country
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 15
This integrated and straightforward tool is our
recommended method for managing the returns
process. Through your website, customers can print
the return label and book their collection – there’s
no need to queue!
E Returns also makes things easy for you: the front
end adopts the style of your website, and your
website can store data to pre-populate forms. You
can also set up rules with DHL to ensure no duties
are charged by Customs for return shipments.
DHL XML PI SERVICE
Provides transit time and service checks, integrates
with your IT, and calculates shipping charges.
OUR ONLINE TOOLS
Many of our online tools also allow you to
create the return label at the point of shipping
so you can include it in the box.
When you make your returns process straightforward, customers are more likely to place larger orders – and keep more as well.
Our online tools are designed to make managing returns as easy as possible for you and your customers.
Do your research:
returns can be
challenging to manage
in some markets, while
other countries like South
Korea are known for
their low return rates
your customers a
discount to keep
unwanted goods to
DHL’S SERVICE OFFERING:
HOW WE CAN
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 17
OUR TRACKING PROCESS
You and your customer
can track the DHL
shipment from door
to door. The recipient’s
signature is available on
DHL’s tracking website
when the shipment
ESTIMATED DELIVERY DATE (EDD)
We can offer an EDD within one hour
of collecting a shipment.
Our tracking software will send an email to
your customer with their shipping number
and link to our tracking website.
On our website, your customer will see the
estimated time of delivery and can choose
to sign up for emails or text notifications
of their order’s progress.
INTEGRATED IT SOLUTIONS
With our integrated IT solutions you can
send notifications from your email address to
your customers to keep them up to date of
the journey of their parcel.
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TRACKING AND NOTIFICATIONS
Reassures your customers as it lets them know where
their delivery is at each stage of the journey – so choose
a reliable mechanism.
Are also important: deliveries tend to be more successful when
customers know what time to expect them!
We offer full online
DHL’s On Demand
Delivery (ODD) service
lets your customers
know when they will
receive their order and
offers a set of delivery
We offer free
of charge SMS
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 19
OUR ON DEMAND DELIVERY (ODD) SERVICE
Within one hour of collection, ODD informs
your customers of the Estimated Date of Delivery
(EDD) when their shipment will arrive. Your customers
can then choose how they wish to receive their
delivery* – options include:
• Reschedule for another day
• Leave with a neighbour
• Leave in a safe place
• Deliver to a DHL Service Point
• Deliver to 24/7 lockers
• Deliver to an alternative address
• Hold until the customer has
returned from vacation
*Options may vary by country
We select our local
partners carefully with
high emphasis on
customer service and
security. For example,
always show ID
E-COMMERCE:YOUR PATH TO GLOBAL GROWTH 20
We will work with you as your partner to support your e-commerce shipping
needs. You will have an experienced DHL Account Manager as your dedicated
point of contact every step of the way to grow your global sales.
Your Account Manager as well as our award winning Customer Services
and local teams of Certified International Specialists are all here to answer
Speak to one of our dedicated e-commerce advisors:
Sarah Oliver Brittany Hodges
T: 0844 248 0675